Ask the expert: How can I incentivise my receptionist to stay motivated in the work place?

Your reception is the first impression a client will get of your business, therefore having the right person working it, who is motivated and fully trained, who is motivated and fully trained will reap huge benefits.

It goes without saying that, as a hair or beauty business, you want a good first impression, whether your client is a loyal regular or someone coming to the salon for the first time.

While some first impressions can nowadays be formed through your website, online booking process or social media profile, your receptionist is still very much the “gatekeeper” of your business. They are they person a client will encounter first – and you can’t afford to get this first interaction wrong.

With most salon training budgets focused on the money generating staff such as stylists and therapists, reception staff training can often be overlooked, leaving the front desk a under-utilised area.

Here are my five simple ways to have a “Power Team” driving the business forward from the reception desk:

1. Establish motivation.

People are motivated by different factors and it’s essential to establish what motivates your receptionist

2. Give clear instruction.

Work with your receptionist to ensure they know what is fully expected of them at each stage for a seamless client journey

3. Have reception rules.

Make sure you establish clear written rules around appearance, attitude, time keeping, use of personal devices, and respect with team members and clients

4. Set targets. 

Set achievable targets for up-selling treatments and products from the front desk. Re-booking is ESSENTIAL. Ensure you provide an easy-to-follow re-booking script as well as a progress chart

5. Constantly review.

Test and measure results and work with your receptionist to constantly improve.

By Susan Routledge. Susan Routledge has been in the Beauty Industry for over 30 years. She has owned Finishing Touch Clinic in Consett for 25 years and has won many awards including ‘Best UK Beauty Salon’ and ‘Best Retail Business for Women’ for The North East of England, as well as Personal Awards for her Entrepreneurial and Business Skills. She is a regullar ambasador attendee at the Beauty conference at Professional Beauty GCC every year.

Your reception is the first impression a client will get of your business, therefore having the right person working it, who is motivated and fully trained, who is motivated and fully trained will reap huge benefits.

It goes without saying that, as a hair or beauty business, you want a good first impression, whether your client is a loyal regular or someone coming to the salon for the first time.

While some first impressions can nowadays be formed through your website, online booking process or social media profile, your receptionist is still very much the “gatekeeper” of your business. They are they person a client will encounter first – and you can’t afford to get this first interaction wrong.

With most salon training budgets focused on the money generating staff such as stylists and therapists, reception staff training can often be overlooked, leaving the front desk a under-utilised area.

Here are my five simple ways to have a “Power Team” driving the business forward from the reception desk:

1. Establish motivation.

People are motivated by different factors and it’s essential to establish what motivates your receptionist

2. Give clear instruction.

Work with your receptionist to ensure they know what is fully expected of them at each stage for a seamless client journey

3. Have reception rules.

Make sure you establish clear written rules around appearance, attitude, time keeping, use of personal devices, and respect with team members and clients

4. Set targets. 

Set achievable targets for up-selling treatments and products from the front desk. Re-booking is ESSENTIAL. Ensure you provide an easy-to-follow re-booking script as well as a progress chart

5. Constantly review.

Test and measure results and work with your receptionist to constantly improve.

By Susan Routledge. Susan Routledge has been in the Beauty Industry for over 30 years. She has owned Finishing Touch Clinic in Consett for 25 years and has won many awards including ‘Best UK Beauty Salon’ and ‘Best Retail Business for Women’ for The North East of England, as well as Personal Awards for her Entrepreneurial and Business Skills. She is a regullar ambasador attendee at the Beauty conference at Professional Beauty GCC every year.

Your reception is the first impression a client will get of your business, therefore having the right person working it, who is motivated and fully trained, who is motivated and fully trained will reap huge benefits.

It goes without saying that, as a hair or beauty business, you want a good first impression, whether your client is a loyal regular or someone coming to the salon for the first time.

While some first impressions can nowadays be formed through your website, online booking process or social media profile, your receptionist is still very much the “gatekeeper” of your business. They are they person a client will encounter first – and you can’t afford to get this first interaction wrong.

With most salon training budgets focused on the money generating staff such as stylists and therapists, reception staff training can often be overlooked, leaving the front desk a under-utilised area.

Here are my five simple ways to have a “Power Team” driving the business forward from the reception desk:

1. Establish motivation.

People are motivated by different factors and it’s essential to establish what motivates your receptionist

2. Give clear instruction.

Work with your receptionist to ensure they know what is fully expected of them at each stage for a seamless client journey

3. Have reception rules.

Make sure you establish clear written rules around appearance, attitude, time keeping, use of personal devices, and respect with team members and clients

4. Set targets. 

Set achievable targets for up-selling treatments and products from the front desk. Re-booking is ESSENTIAL. Ensure you provide an easy-to-follow re-booking script as well as a progress chart

5. Constantly review.

Test and measure results and work with your receptionist to constantly improve.

By Susan Routledge. Susan Routledge has been in the Beauty Industry for over 30 years. She has owned Finishing Touch Clinic in Consett for 25 years and has won many awards including ‘Best UK Beauty Salon’ and ‘Best Retail Business for Women’ for The North East of England, as well as Personal Awards for her Entrepreneurial and Business Skills. She is a regullar ambasador attendee at the Beauty conference at Professional Beauty GCC every year.